Customer Support Associate at Peach Cars KE

We are experiencing growth in in-bound communications, as well as an internal need for out-bound communications, and are looking to engage someone to take over and own the following responsibilities:

• Inbound communications management ~ Own the primary phone line into Peach, answering inbound calls, understanding caller wants/needs, identifying who they should speak with next and making the connection, as well as data collection and recording during / after a call.
• Note: If caller is a buyer or seller, engagement will entail information sharing and data collection to support Sales function in qualification efforts.
• Outbound communications / customer engagement ~ Work with Platform teams to build an outbound communication function, including scoping communication efforts, identifying customer (sub)segments and communications, executing on efforts and recording / reporting on outcomes.
• Note: This could take the form of daily, operational support (e.g. calling past customers to introduce new business line) or it could be ad hoc / irregular, strategic support (e.g. calling churned customers to identify causes of churn)
• Collaboration ~ Work with other teams at Peach to improve the customer experience, from lead generation / customer acquisition, to the sales cycle, product development(s) and iteration, etc.
• Function ownership ~ Assist in tracking KPIs/metrics to enable data-driven decision-making; work with the hypothesis-driven culture at Peach, have a ‘test + iterate’ approach to efforts when it comes to team-specific metrics like customer conversion rates and timelines, sales revenues, and after-sales engagement